“Dr Julian is a highly valued partner, giving us the flexibility we need to manage our wait times effectively while enhancing the overall patient experience.”
Milton Keynes NHS Trust - Named quote, approved for publication
Overview
Milton Keynes NHS Trust has worked in partnership with Dr Julian for six years – one of the longest-standing NHS relationships in the Dr Julian network. Faced with a persistent waiting list challenge and a 90-day waiting target at risk, the Trust needed a flexible capacity partner that could respond quickly and integrate smoothly with existing clinical pathways.
Prior to Dr Julian, the Trust had used IESO as a digital therapy provider. After transitioning, Dr Julian became a core part of MK’s operational response to demand — helping the Trust manage step 2 and CBT pathways, reduce therapist burnout, and maintain performance against NHS targets.
The Challenge
Waiting lists for talking therapies were consistently exceeding the 90-day target. The Trust needed extra capacity that could be deployed quickly – not a lengthy procurement or implementation project.
Key challenges included:
- Waiting list over 90-day target across pathways
- High-complexity caseloads concentrated in trust clinicians
- Therapist burnout from unmanaged demand
- Previous provider (IESO) not meeting operational needs
The Solution
Dr Julian provided flexible additional capacity that could be deployed within weeks — not months. The partnership allowed MK to distribute high-complexity cases between the Trust and Dr Julian, reducing pressure on in-house clinical teams.
Key challenges included:
- Rapid deployment - live within a few weeks
- Step 2 and CBT pathway capacity
- Complex case distribution across trust and Dr Julian
- Patient self-matching with therapists
Implementation speed:
Dr Julian was operational at Milton Keynes within a matter of weeks — significantly faster than comparable procurement and onboarding timelines. This rapid deployment was critical in preventing further waiting list deterioration during the transition from IESO.
The Results
After implementing Dr Julian, Milton Keynes NHS Trust achieved measurable improvements across all talking therapy pathways. The partnership has been sustained for six years — a strong signal of continued operational value.
Key challenges included:
All↓
Waiting lists reduced across all pathways
<90 days
Step 2 back below NHS target
<90 days
CBT pathway back on target
6 years
Ongoing NHS partnership
Patient feedback:
A significant number of staff members referred through the Trust have used Dr Julian’s platform and provided uniformly positive feedback. Patients particularly valued the ability to self-match with therapists — choosing their clinician based on specialism, approach, and availability. This element of patient choice was consistently highlighted as a positive differentiator compared to previous provider experiences.
Operational impact
One of the most significant — and less visible — benefits of the Dr Julian partnership has been the reduction in therapist burnout. By distributing high-complexity cases between MK’s in-house clinical team and Dr Julian’s accredited network, the Trust was able to manage workload more sustainably.
This case distribution model means that MK’s most complex patients remain within the trust’s direct clinical oversight, while Dr Julian provides the complementary capacity that prevents any single team from carrying disproportionate load. The result is a more resilient, sustainable clinical operation.
Impact
Six years of sustained partnership speaks to the genuine operational value Dr Julian delivers for Milton Keynes NHS Trust. The relationship has evolved from an emergency capacity solution into a long-term strategic partnership — embedded in how MK manages mental health demand across its talking therapy services.
MK’s clinical and operational teams consistently describe Dr Julian as a valued partner — one that provides genuine flexibility, helps manage NHS performance targets, and delivers a positive patient experience. The Trust’s comms team will review this case study before final publication.
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